What are the responsibilities and job description for the Product Support Specialist position at Bloomreach?
Bloomreach software enables highly personalized digital experiences for enterprises around the world. Bloomreach Experience (BRX) is the world's first Digital Experience Platform specifically designed for retailers, brands, distributors and manufacturers. It combines a next generation Content Management System (CMS), a set of digital merchandising tools, a powerful semantic search engine and a state of art recommendation system. BRX stimulates customer engagement and loyalty, as well as it boosts conversion and increases revenue. Further, BRX balances machine learning with tools that keep human creativity at the helm of digital experience.
Recognized by leading analyst firms, Bloomreach is a Visionary in the Gartner Magic Quadrant for Web Content Management (WCM), a Strong Performer in the Forrester Wave for WCM, and a Visionary in the Gartner Magic Quadrant for DXP.
With a global network of certified partners, Bloomreach serves hundreds of large and medium enterprise customers such as Neiman Marcus, Staples, REI, Mailchimp, FC Bayern München, and the UK’s NHS Digital. Founded in 2009, Bloomreach is headquartered in Silicon Valley and Amsterdam, with offices worldwide.
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Bloomreach is seeking a Product Support Specialist for the Bloomreach Search and Merchandising product. Bloomreach Discovery is one part of the Bloomreach Experience platform which offers a set of algorithms and advanced merchandising tools to enable businesses to optimize each visitor’s search, browse, and landing page experiences.
You will be an integral part of the globally operating support team which owns product issue resolution for customers and partners. The Bloomreach Discover product presents unique implementation challenges. Whether it’s used in combination with e-commerce software to sell goods or to power hundreds of governmental websites, these applications are mission critical, and our customers rely on us to support them when they need it most. Our team facilitates support issues through digital channels and online calls (premium support). If you enjoy working with international customers, digging deeply into technical issues, and finding the right answers and solutions to a wide variety of questions, then we are looking for you.
Responsibilities:
- Be a product expert of the technical problem solving/problem avoidance team
- Provide strategic technical support to select enterprise customers and assure the highest level of customer satisfaction
- Possesses strong business acumen and possesses “customer first” attitude by recognizing customer specific needs and making recommendations
- Analyze trends and pattern in case and customer feedback on an ongoing basis to address customer pain points proactively
- Prepares and conducts bi-weekly meeting and takes corrective actions on action items
- Collaborates with engineering and product team to drive issue resolution
- Continuously feels the pulse of the customer and takes proactive steps to avoid escalations
- Navigates awkward situations with ease
- Collaborates with Bloomreach Digital Experience Manager to craft a winning strategies
- Be accountable for maintaining response and resolution SLA and maintaining high CSAT
- Perform root cause analysis of issues and help customers to get the most out of the Bloomreach Discovery software
- Communicate complex technical issues via email and in person with ease
- Taking ownership of customer issues reported and seeing problems through to resolution
Qualifications:
- Bachelor’s Degree in Information Systems/Computer Science
- 6 years of relevant experience in advanced technical support positions (Web based products or e-commerce preferred)
- Extensive knowledge of core Java, common Java libraries and frameworks and RESTful Web Services API. regex
- 3 years experience working with integration patterns and frameworks (Apache Camel, Spring Integration)
- Has prior experience working in a fast paced SaaS environment; eCommerce domain preferred
- Strong customer focus and ability to understand and communicate complex technical systems
- Team player with a can-do mentality and strong communication skills